Overview

VMware Infrastructure as a Service Production Support is designed to provide the support you need. We work with you to maximize the utilization of your service and ensure the appropriate resources within VMware are engaged when you need them. Our global support centers are staffed around the clock to give you access to our industry-leading Technical Support Engineers who are experts in private and hybrid clouds.

Additional Resources

One Support Team

Technical Support
Experienced Technical Support Engineers are here to provide a fast response to your technical questions. This is the same team that supports both private and hybrid clouds. Our global support centers are staffed around the clock to ensure you have access to support at any time.

Business Support
For VMware vCloud® Air™ Dedicated Cloud and Virtual Private Cloud Customers:

Client Success Team will proactively welcome new customers into the service and coordinate onboarding activities. This team also works with you to help fully utilize the service and ensure the appropriate resources within VMware are engaged when you need them. This team is available to you from 6am to 6pm PDT/PST for North American customers, and 7am to 7pm GMT/GMT+1 for EMEA customers.

For vCloud Air Disaster Recovery Customers:

Training material is available to assist in onboarding activities. The Client Success Team is available from 6am to 6pm PDT/PST for North American customers, and 7am to 7pm GMT/GMT+1 for EMEA customers to ensure the appropriate resources within VMware are engaged when you need them.

Support Requests

You may submit an unlimited number of Support Requests.

VMware is committed to rapid response of all Support Requests. All Severities can be logged with VMware on a 24 hours per day, 7 days per week, 365 days per year basis via phone or web. All Support Requests can be tracked online by the user who logged the Support Request.

Live Answer

You can talk live to a Technical Support Engineer 24 hours a day, 7 days a week, and 365 days per year if the Support Request is a Severity 1. You can also talk live a Technical Support Engineer during local business hours for Severity 2 issues. Please see below for severity level definitions.

Support Policies

Your use of this offering is subject to the following policies:

Length of Support

Support is included with the purchase of VMware vCloud Air and is the same duration as the subscription term.

Response Times

Response times depend on the severity of the issue. The Summary of Support Features chart above provides an overview of the different response times.

VMware will use commercially reasonable efforts to respond promptly to each Support Request (whether filed via phone or web) within the published response times. VMware does not guarantee resolution time as that may vary on the nature of the problem. A resolution may consist of a fix, workaround or other solution VMware deems reasonable.

VMware will use reasonable efforts to meet the response time objectives stated in the table above. VMware will provide continuous efforts (24x7x365) to resolve Severity 1 IaaS service availability issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity.

The severity levels are defined below.

Severity Definitions

Critical (IaaS Severity 1)

Critical production issue affecting all users, including service unavailability and data integrity issues with no workaround available.

Service crashes or hangs indefinitely causing unacceptable or indefinite delays for resources or response.

Severity 1 issues identified by the customer not related to a service interruption / outage require the customer to have dedicated resources available to work on the issue on an ongoing basis or the severity level will drop to Severity 2.

Major (IaaS Severity 2)

Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available.

Important features of the service offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

Minor (IaaS Severity 3)

Service is operational but partially degraded for some or all customers, and an acceptable workaround or solution exists.

Problem with non-critical feature or functionality.

Cosmetic (IaaS Severity 4)

Inquiry regarding a routine technical issue; information requested on service capabilities or bug affecting a small number of users. Acceptable workaround available

Enhancement requests, missing or erroneous documentation.

Support Request Severity Life Cycle

Support Requests are assigned a severity level based on the nature of your request. We highly recommend you familiarize yourself with the severity definitions and response times defined above.

Downgrade of Severity Level – If, during the Support Request process, the issue no longer warrants the severity level currently assigned based on its current impact on the production operation of the IaaS service, the severity level will be downgraded to the severity level that most appropriately reflects its current impact.

Upgrade of Severity Levels – If, during the Support Request process, the issue warrants the assignment of a higher severity level than that currently assigned based on the current impact on the production operation of the IaaS service, the severity level will be upgraded to the severity level that most appropriately reflects its current impact. In requesting any assignment of a higher severity level, VMware may request you to provide additional information that demonstrates the increased impact of the issue.

Adherence to Severity Level Definitions – You shall ensure that the assignment and adjustment of any severity level designation is accurate based on the current impact on the production operation of the IaaS service. You acknowledge that VMware is not responsible for any failure to meet performance standards caused by your misuse or mis-assignment of severity level designations.

Support Request Escalation

Your VMware support team always works to ensure that the appropriate resources and level of focus are applied to your request. If you are not satisfied with the progress of your Support Request you can request an escalation. By invoking the escalation process, additional levels of VMware management attention, procedure reinforcement and resource prioritization are brought to bear on resolving your Support Request. To learn more, please refer to the following article:
https://www.vmware.com/support/policies/escalation.html